FAQ

CANCELLATIONS, REFUNDS & ADJUSTMENTS

You may edit or cancel any order up to 24 hours after it is placed. To initiate a change or cancel, please visit our website or contact our team at accounts@capsuljewelry.com. You will need to provide us with the details of your order and a clear description of any changes or the reason for the cancellation. Any refunds will returned with the same payment method used for the initial purchase. You will receive a confirmation once the order has been updated.

WHAT ARE YOUR SHIPPING OPTIONS? DO YOU OFFER FREE SHIPPING?

Capsul currently offers free shipping on any domestic order over $100. Orders less than $100 have a flat $6.95 shipping charge.

If you have special shipping needs, please contact us via our website or at accounts@capsuljewelry.com. In the event your shipment is delayed, or any issues arise in production that could delay your order, we will contact you with any details or questions.

It is important to provide complete and accurate shipping information to correctly deliver your jewelry. In the event of an incomplete or incorrect shipping address, please contact us as soon as possible. Please note it is the customer’s responsibility to provide an accurate and reliable shipping address. If the carrier confirms that an order was delivered to the given address, we are unable to re-ship your item(s) if it has been lost as a result of a incomplete / incorrect address submission.

RETURNS

Capsul produces only the highest quality jewelry, and stands by each and every item we sell. Ready to Ship jewelry (non-personalized) may be returned within 30 days of purchase for a refund or exchange. Orders for personalized jewelry are FINAL SALE ONLY and cannot be cancelled or altered after purchase due to the customization of the item. Upon receipt of your custom piece, notify us of any errors due to production and they will be fixed free of charge. If you are unsatisfied for any other reason, we will review and accept returns on a case by case basis. Any returns due to customer error will be subject to a 20% restocking fee.

To return an item, please visit our website or contact our team at accounts@capsuljewelry.com. You will need to provide us with the details of your order and a description of any issues and the reason for the return. Upon review, you will be provided with a return merchandise authorization (RMA) document for you to print and enclose with your return. You are responsible for any shipping and insurance costs unless it is determined that the issues are due to manufacturing errors. All pieces must be returned complete in original packaging including any and all parts or accessories. All returns must be received within 10 days of issuance of the return merchandise authorization (RMA).

After your return has been received, please allow 6-8 weeks for us to review your item(s), repair or remake if necessary and deliver the item back to you. Please note that any replacement cannot be made or shipped until we have received the original item(s) complete in the original packaging. Any items returned without a return merchandise authorization (RMA) will not be accepted.

WHERE IS MY JEWELRY? WHERE CAN I TRACK MY ORDER?

Once your jewelry is produced, packaged and processed, a shipping confirmation is sent via email that includes your order tracking number. Tracking information is also available on our website to registered users under "My Account." Please note that orders for personalized jewelry take 15-20 business days for production. Please note that tracking information may not be available for all international orders due to variances in carriers and customs processes across countries.

WHAT CAN I DO IF MY JEWELRY ARRIVES DAMAGED?

Capsul reviews every order for quality prior to shipment. Items can, however, be damaged in handling or shipping prior to your receipt. In the event this occurs, please reach out via our website or at accounts@capsuljewelry.com within 7 days.

DO YOU TAKE ORDERS FROM OUTSIDE THE US ? WHO PAYS THE DUTIES / TAXES / BROKERAGE FEES ON INTERNATIONAL ORDERS?

Capsul welcomes customers from around the world and appreciates their enthusiasm for our jewelry. We invite you to shop our website and place your order in the same manner as domestic patrons. Please note that all prices on our website are in US Dollars (USD). For our international customers (outside the U.S.), we offer a single flat rate shipping service for $20.00. Also note that orders shipped outside of the U.S. may be subject to customs and transit processes outside our control that may impact their deliveries.

If you place an international order then refuse delivery, be aware that your package will be abandoned at the border. Because the item(s) cannot be returned to us, these orders will not be eligible for a refund. Please ensure that you have selected the correct options and sizing and carefully review your choices before submission.

Please also note that order placement confers your acceptance and responsibility for any duties / taxes and brokerage fees associated to your shipment. The recipient of the package is responsible for these fees. These fees are not included in the pricing or shipping/handling charges on our website. It is strongly recommended to check with your local agency for an estimate of these fees prior to placing any orders.

WHAT ARE THE GUIDELINES FOR CUSTOM HANDWRITING STYLES?

For best results, please submit your signature or phrase written with thick marker on a single line and ensure that all letters are connected (16 characters max). Submissions with 2 or more words will be connected with a ring between words. Some signatures may be altered for production purposes.

Please note we reserve the right to refuse and not produce any jewelry submissions containing inappropriate content, and all products are created at our discretion. If you have questions regarding a requested phrase, please contact us at accounts@capsuljewelry.com.

Once you place an order for personalized jewelry it cannot be cancelled or altered due to the customization of the item. FINAL SALE ONLY. Your jewelry will go into production within 24 hours of order confirmation. Custom jewelry orders take 15-20 business days for production. Once your order is ready, you will be contacted by email with details of how/when your order will ship, including any applicable tracking info.

If you have any questions about this process or your order, please review the information on our Help page, and look through the answers on our FAQ page. Any additional questions that aren't answered, please visit our Contact Us page (and be sure to include your order number in your message), or email us at accounts@capsuljewelry.com

WHAT ARE THE GUIDELINES FOR SOUNDWAVE STYLES?

Capture your soundwave on a recording device such as a smartphone. On an iPhone, we recommend the built-in Voice Memos app to record your soundwave. On Android, we recommend Google Keep, Easy Voice Recorder, Evernote or a similar app to capture and save your sound recording. Choose a filename that will be descriptive and easy to remember. For best results, keep your recording under 5 seconds and try to minimize background noise that could alter the shape of the soundwave. Take a screenshot of the soundwave to submit along with your order. Some soundwaves may be altered for production purposes.

Please note we reserve the right to refuse and not produce any jewelry submissions containing inappropriate content, and all products are created at our discretion. If you have questions regarding a request, please contact us at accounts@capsuljewelry.com.

Once you place an order for personalized jewelry it cannot be cancelled or altered due to the customization of the item. FINAL SALE ONLY. Your jewelry will go into production within 24 hours of order confirmation. Custom jewelry orders take 15-20 business days for production. Once your order is ready, you will be contacted by email with details of how/when your order will ship, including any applicable tracking info.

If you have any questions about this process or your order, please review the information on our Help page, and look through the answers on our FAQ page. Any additional questions that aren't answered, please visit our Contact Us page (and be sure to include your order number in your message), or email us at accounts@capsuljewelry.com

CAN I HAVE ANYTHING AT ALL CREATED INTO HANDWRITING JEWELRY?

While we allow almost anything you wish that fits within each piece's character limit, please note we reserve the right to refuse and not produce any jewelry submissions containing inappropriate content, and all products are created at our discretion. If you have questions regarding a requested phrase, please contact us at accounts@capsuljewelry.com

HOW LONG WILL IT TAKE TO CREATE MY PERSONALIZED ITEM?

All personalizations will be produced as submitted and in accordance to the product's personalization standards. Your jewelry will go into production within 24 hours of order confirmation. Custom jewelry orders take 15-20 business days for production. Once your order is ready, you will be contacted by email with details of how/when your order will ship, including any applicable tracking info.

If you have any questions about this process or your order, please review the information on our Help page, and look through the answers on our FAQ page. Any additional questions that aren't answered, please visit our Contact Us page (and be sure to include your order number in your message), or email us at accounts@capsuljewelry.com